Sr. Technical Support Officer (TSO - Level 3) at Mphasis an HP Company (2009-03 – 2012-05)
To provide technical chat support for HP Desktops/Notebooks/All-in-One PCs for US/Canada customers. The job involves selling HP products, troubleshooting Operating Systems, Applications, Hardware related issues, Home Networks and Wireless Networking issues.
- Resolve technical queries related to the HP/Compaq Desktop PCs online via Chat and Email support.
- Place Service Orders for peripherals of the HP & Compaq Desktop PCs for the US/Canada customers.
- Revenue generation for HP process to improve the business
- Supporting, guiding & leading fellow team members regarding technical issues related to the process & tools.
- Maintain good service level rates and customer satisfaction with total problem resolution.
Technical Support Engineer at Betsol Software India Pvt. Ltd (2014-10 – 2015-05)
To provide technical support through remote assistance using LogMeIn Rescue for the worked from Employees of our client who are supporting other clients.
- Resolve technical queries face by Client Support Professional (employee)of Arise related to the Login issues/system issues/Ticket status.
- Supported Client applications: Used LogMeIn Rescue to provide remote assistance and Configure VPN, Configure Citrix environment, Configure Vmware, Salesforce, Configure AVAYA IP Agent, etc.
- Supported Client: AT&T, Amazon, Disney, ADT, Intuit, Royal Caribbean, Barnes and Noble, etc.
- Password Reset through application/phone/email escalation.
- Escalate tickets which can't be resolved to higher department or relevant client or Web Team or CRM.
- Create tickets for Client Support Professionals whose technical queries can't get resolved.
- Supporting, guiding & leading fellow team members regarding technical issues related to the process & tools.
- Maintain good service level rates and customer satisfaction with total problem resolution.
Senior Contact Center Associate at DeliverHealth Solutions Pvt. Ltd (2022-07 – 2024-09)
Job role is to provide inbound sales chat support to new and existing Xfinity customers.
- Assist new/existing customers with current online Xfinity offers for Internet, TV, Home Phone, Home Security and Mobile offers.
- Recommend a suitable Internet speed plan, TV plan, Mobile and Home Security plan for new/existing customers according to their usage and entertainment needs.
- Assist existing customers to resolve Internet speed
- Supporting, guiding & leading fellow team members regarding technical issues related to the process & tools.
- Maintain good service level rates and customer satisfaction with total problem resolution.
- Escalated technical or complex issues to the relevant departments when required.
- Managed multiple chats simultaneously while maintaining quality responses.
- Ensured timely follow-ups until customer issues were fully resolved.
